My headphones won’t enter pairing mode.
My headphones aren’t charging.
My headphones aren’t lasting 6 hours.
My headphones turn themselves off without being prompted.
My headphones won’t pair to my device.
My headphones keep disconnecting from my devices.
My headphones only have sound on one side.
My headphones don’t have sound at all.
My headphones sound different than my traditional headphones.
Other people can hear my music.
My headphone mic is picking up too much ambient noise.
My headphone mic isn’t picking up my voice.
My headphone mic is making my voice garbled.
A button on my headphones fell off.
The announcements are in the wrong language.
My headphones won’t turn on.
Confirm that you are pressing and holding the volume+ button, which acts as the power button on OpenMove, for 3-5 seconds. Audrey will say “Welcome to AfterShokz” and the LED light will flash blue.
If you continue to be unable to power on your headphones, you can file a warranty claim here.
My headphones won’t enter pairing mode.
Confirm that you are beginning with your headphones powered off, and pressing and holding the volume+ button for 5-7seconds. Audrey will say “Welcome to AfterShokz.” Continue holding the volume+ button until Audrey says “Pairing” and the LED flashes red and blue, signaling pairing mode.
My headphones aren’t charging.
All our products come with a two-year warranty. Please file a warranty claim here.
My headphones aren’t lasting 6 hours.
All our products come with a two-year warranty. Please file a warranty claim here.
My headphones turn themselves off without being prompted.
All our products come with a two-year warranty. Please file a warranty claim here.
My headphones won’t pair to my device.
Nearly all connectivity issues are resolved with a manual reset. You can perform a manual reset on your headphones by following these instructions:
- Start with your headphones powered off.
- Enter pairing mode by pressing and holding the volume+ button for 5-7 seconds. Your headphones will turn on, and then the LED light will flash red and blue as Audrey says "Pairing."
- Press and hold the multifunction button (located on the left earpiece), volume+ button, and volume- (all three buttons) button simultaneously for 3-5 seconds. You'll hear two beeps and/or feel two vibrations. This may take several attempts.
- Turn your headphones off to complete the reset.
Your headphones are now reset and can be re-paired to your device. In addition, we suggest turning the phone off and back on again before beginning the pairing process.
My headphones keep disconnecting from my devices.
If your headphones aren't maintaining a Bluetooth connection, please file a warranty claim here.
My headphones only have sound on one side.
If using a phone, please check your accessibility settings to ensure the volume is equally balanced between both left and right sides.
If this does not resolve the issue, please file a warranty claim here.
My headphones don’t have sound at all.
Please confirm that the volume is turned up on both your device and on the headphones.
If both are turned up, please reset the headphones by following these instructions:
- Start with your headphones powered off.
- Enter pairing mode by pressing and holding the volume+ button for 5-7 seconds. Your headphones will turn on, and then the LED light will flash red and blue as Audrey says "Pairing."
- Press and hold the multifunction button (located on the left earpiece), volume+ button, and volume- (all three buttons) button simultaneously for 3-5 seconds. You'll hear two beeps and/or feel two vibrations. This may take several attempts.
- Turn your headphones off to complete the reset.
Your headphones are now reset and can be re-paired to your device.
If the reset does not resolve the issue, file a warranty claim here.
My headphones sound staticky.
A manual reset can help resolve some sound quality issues. To manually reset your headphones:
- Start with your headphones powered off.
- Enter pairing mode by pressing and holding the volume+ button for 5-7 seconds. Your headphones will turn on, and then the LED light will flash red and blue as Audrey says "Pairing."
- Press and hold the multifunction button (located on the left earpiece), volume+ button and volume- (all three buttons) button simultaneously for 3-5 seconds. You'll hear two beeps and/or feel two vibrations. This may take several attempts.
- Turn your headphones off to complete the reset.
Your headphones are now reset and can be re-paired to your device.
If this does not resolve the issue, please file a warranty claim here.
My headphones cut in and out.
A manual reset can help resolve some sound quality issues. To manually reset your headphones:
- Start with your headphones powered off.
- Enter pairing mode by pressing and holding the volume+ button for 5-7 seconds. Your headphones will turn on, and then the LED light will flash red and blue as Audrey says "Pairing."
- Press and hold the multifunction button (located on the left earpiece), volume+ button and volume- (all three buttons) button simultaneously for 3-5 seconds. You'll hear two beeps and/or feel two vibrations. This may take several attempts.
- Turn your headphones off to complete the reset.
Your headphones are now reset and can be re-paired to your device.
If this does not resolve the issue, please file a warranty claim here.
My transducer is rattling.
All our products come with a two-year warranty. Please file a warranty claim here.
My headphones sound different than traditional headphones.
You may notice your headphones sound a little different than traditional air-conduction headphones. This is normal. However, if you've noticed the sound quality has diminished over time, and you're still within two years since purchase, please file a warranty claim here.
Other people can hear my music.
All AfterShokz headphones have LeakSlayer technology to reduce sound leakage when worn; however, similar to traditional headphones, whether others can hear your music depends on the volume of your music and volume level of the surrounding environment.
My headphone mic is picking up too much ambient noise.
A manual reset can help resolve some mic issues. To manually reset your headphones:
- Start with your headphones powered off.
- Enter pairing mode by pressing and holding the volume+ button for 5-7 seconds. Your headphones will turn on, and then the LED light will flash red and blue as Audrey says "Pairing."
- Press and hold the multifunction button (located on the left earpiece), volume+ button, and volume- (all three buttons) button simultaneously for 3-5 seconds. You'll hear two beeps and/or feel two vibrations. This may take several attempts.
- Turn your headphones off to complete the reset.
Your headphones are now reset and can be re-paired to your device.
If the issues with the mic continue, please file a warranty claim here.
My headphone mic isn’t picking up my voice.
A manual reset can help resolve some mic issues. To manually reset your headphones:
- Start with your headphones powered off.
- Enter pairing mode by pressing and holding the volume+ button for 5-7 seconds. Your headphones will turn on, and then the LED light will flash red and blue as Audrey says "Pairing."
- Press and hold the multifunction button (located on the left earpiece), volume+ button, and volume- (all three buttons) button simultaneously for 3-5 seconds. You'll hear two beeps and/or feel two vibrations. This may take several attempts.
- Turn your headphones off to complete the reset.
Your headphones are now reset and can be re-paired to your device.
If the issues with the mic continue, please file a warranty claim here.
My headphone mic is making my voice garbled.
A manual reset can help resolve some mic issues. To manually reset your headphones:
- Start with your headphones powered off.
- Enter pairing mode by pressing and holding the volume+ button for 5-7 seconds. Your headphones will turn on, and then the LED light will flash red and blue as Audrey says "Pairing."
- Press and hold the multifunction button (located on the left earpiece), volume+ button, and volume- (all three buttons) button simultaneously for 3-5 seconds. You'll hear two beeps and/or feel two vibrations. This may take several attempts.
- Turn your headphones off to complete the reset.
Your headphones are now reset and can be re-paired to your device.
If the issues with the mic continue, please file a warranty claim here.
My headphones are peeling.
AfterShokz honors a two-year warranty in most countries that covers manufacturer defects. Please file a warranty claim here. Chemicals in sunscreens, lotions, makeup, and hair products can impact the aesthetics over time. For best practice, we suggest wiping down your headphones after each use.
A button on my headphones fell off.
AfterShokz honors a two-year warranty in most countries that covers manufacturer defects. Please file a warranty claim here.
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